JOB DESCRIPTION

- Follows the outlined Service Management Processes including issue/request SLA and SEV1 and 2 application outages.

- Responsible for thorough documentation within call tracking database and knowledge database to document work around or resolution of frequent incidents to enhance quality of problem resolutions for future incidents.

- Provides effective customer service by being courteous, polite and friendly at all times.

- Complete in a timely manner assigned courses within Healthstream, other electronic tracking tools for educational related material or attend presentations in person as assigned. Ensuring the services that he/she provides contribute to the successful accomplishment of the primary mission of the department.

- Responsible for providing the technical skills and business knowledge necessary for continuous technological innovation, creative use and on-going support of the assigned systems and technologies.

- Responsible for understanding the business and operational capabilities of the information technology that he/she works with.

- Ensure that the systems are used in line with the customers' needs. He/she must maintain contact with vendors and the appropriate levels of departmental, corporate, and user management, to exchange information and ensure the proper adherence to the organization's policies and procedures.

- Responsible for post-implementation support of applications and strategies that will further the organization's business and healthcare delivery success.

- May be required to travel to perform duties.

- Required to work outside of normal working hours during on-call rotation or during significant outages.

- May be required to work long hours during critical problems and on-call rotation.

- Assist in preparation and conducting of continuing formal or informal training session for users and co-workers

- Maintain detailed knowledge of the assigned application. Perform the debugging, testing and support of applications during the implementation life cycle.

- Assist customers with optimizing the use of assigned application and specific project-driven tasks with guidance or assistance from Business-Financial Analyst II or III.

- Contact vendors regarding service issues to receive support information or assistance as instructed by Project Manager or Resource Manager.

- Provide effective customer service by being courteous, polite and friendly at all times. Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request. Participate in departmental programs that promote and deliver exceptional customer service.

- Perform other duties and special projects as requested

POSITION QUALIFICATIONS:

*A. Education/Skills

- Bachelor's degree or combined equivalent hands-on experience (3 years) with at least one IT system/application.

- Possess an understanding of and/or experience in the following:

- o Problem solving/troubleshooting skills

- o Patience, strong customer service skills

- o Time Management

- o Project Management

- o Detail oriented

- o Interpersonal skills

B. Experience

- Six (6) years of combined education and experience with in an information technology system discipline, which includes four (4) years of experience in an implementation role, two (2) years of which are in a healthcare information technology system discipline.

Or

- Four (6) years of experience with in an information technology system discipline, which includes successful completion of the IM Career Path Development Program in an Application Analyst, Clinical Service Line role.

- Relevant Bachelor degree may substitute for relevant years of experience.

Requirements

POSITION SUMMARY:

The Application Analyst II for the Clinical Service Line provides support and project implementation services for clinical applications as outlined in the CHRISTUS Application Portfolio. Support responsibilities include Tier2 and Tier 3 application support of medium to high complexity for a large portfolio of acute care clinical applications for a large, multi-regional Healthcare System; provides incident and problem management support following the outlined ITIL processes; provides application support of all clinical systems with an advanced understanding of the MEDITECH clinical modules including functionality, technical architecture, workflow, routine and non-routine processing, and HCIS structure; works in a team setting, sharing information and assisting other junior level team members while providing quality support to both internal and external users with a focus on customer service and timeliness. Project implementation responsibilities include collaborating with customers contributing to the analysis, testing, and documentation and implementation of medium to high complexity activities of assigned software. This position must possess sufficient detailed healthcare knowledge and systems expertise to implement medium to high complexity assigned application with minimal guidance. This position requires a self-starter with the ability to work with minimal oversight.